SLA reports
Track your EngageOne SLA hit rate and misses, filter by policy, inbox, agent, team or label, see which targets were missed and download a CSV.
On this page
The SLA report shows how often your team meets the response and resolution targets in your SLA policies, and which conversations missed them.
Before you start
- SLA reports are available on plans that include SLA policies.
- You need at least one SLA policy, and it must be applied to conversations. See SLA policies.
- Only administrators can open the SLA report.
Open the SLA report
- Go to Reports → SLA.
- Choose a date range at the top of the page. The report shows the last 7 days by default.
- Optionally, click Add filter to narrow the results.
The date range uses the date the SLA policy was applied to each conversation.
Summary metrics
| Metric | Meaning |
|---|---|
| Hit Rate | Share of SLA-applied conversations that met every target. It's calculated as (conversations with an SLA − conversations with a miss) ÷ conversations with an SLA × 100. It shows 100% when there are no misses. |
| Number of Misses | Number of conversations that missed at least one target in the period. |
| Number of Conversations | Number of conversations that had an SLA policy applied in the period. |
A conversation that is still open but has already missed a target counts as a miss.
Filters
Click Add filter and choose one or more of:
| Filter | Use it to |
|---|---|
| SLA Policy | Check one policy, for example your VIP policy. |
| Inbox | Compare channels. |
| Agent | See misses for conversations assigned to an agent. |
| Team | See misses for a team. |
| Label | Focus on conversations with a label, such as billing. |
Click Clear all to remove every filter.
Conversations that missed their SLA
Below the metrics, a table lists every conversation that missed a target:
| Column | Meaning |
|---|---|
| Conversation | The conversation number, the contact's name and any labels. Click the number to open the conversation. |
| Policy | The SLA policy applied to it. |
| Agent | The agent assigned to the conversation, or --- if nobody was assigned. |
Click View Details on a row to see which targets were missed:
| Target | Missed when |
|---|---|
| First response time | The first reply came later than the policy allows. |
| Next response time | A follow-up reply came late. A conversation can miss this more than once. |
| Resolution time | The conversation wasn't resolved in time. |
The table shows conversations with misses only. Conversations that met every target are counted in Hit Rate but aren't listed.
Download SLA data
- Set the date range and filters you want.
- Click Download SLA reports.
You get a CSV file of the conversations that missed their SLA, with these columns:
| Column | Contents |
|---|---|
| Conversation ID | The conversation number. |
| SLA Policy | The policy that was missed. |
| Assignee | The assigned agent. |
| Team | The assigned team. |
| Inbox | The inbox the conversation came in through. |
| Labels | The conversation's labels. |
| Link to the Conversation | A direct link to open it in EngageOne. |
| Breached Events | The targets that were missed. |
Tip: Agents can also get an email or push notification when a conversation misses an SLA. They turn these on in their profile notification preferences.
Improve your hit rate
- Many first response misses – check that enough agents are online during busy hours, and review assignment and agent capacity.
- Many next response misses – conversations may be waiting after the first reply. Use conversation filters to find open conversations waiting on your team.
- Many resolution misses – the target may be too short for complex issues, or conversations stay open after the customer is helped. Resolve conversations when the work is done.
- Misses only outside working hours – check whether your SLA policy should count business hours only.